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Page 1: INTRODUCTION - Fáilte Ireland · Sales Connect – Know Your Markets is a collaborative project from Fáilte Ireland and Tourism Ireland. Aimed at tourism businesses who want to

INTRODUCTION

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Page 2: INTRODUCTION - Fáilte Ireland · Sales Connect – Know Your Markets is a collaborative project from Fáilte Ireland and Tourism Ireland. Aimed at tourism businesses who want to

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Great Britain is central to future tourism performance as it represents half of our overseas visitors. The size

of the potential market in Britain, coupled with a common language and close proximity to Ireland, dictates

the need to regain market share. There are growth opportunities in GB, particularly around London and the

Southeast, where prospects are stronger. The GB market grew by 5% in 2011.

The US market, which grew by 7% in 2011, also offers potential for recovery and growth based on the current

demand patterns of an upturn in travel to Europe. Ireland can gain share as the US economy strengthens and

the high spending American tourist is critical for many businesses in Ireland.

European tourism to Ireland grew by 9.6% in 2011 and all indicators are that 2012 will be a good year for

Irish tourism from Germany. France performed well in 2011 with a return to growth of +17%. Germany is the

world’s largest outbound travel market and Ireland is well regarded in both Germany and France.

In 2011, approximately 7.3 million overseas visitors came to the island of Ireland. This was an increase of 7% on

2010. Total tourism revenue was approximately €3.4 billion, of which 59% was from overseas markets.

Data for January and February 2012 show that total volume is almost unchanged from last year, with a marginal

increase (+0.5%). January and February usually account for 10% of the annual total. 2012 arrivals from Britain are

up by 2% while other main source markets are soft.

Looking at prospects for the coming years, Fáilte Ireland and Tourism Ireland have emphasised that Ireland’s

future performance will hinge on achieving success in the overseas markets. With a static home market set to

continue, developing more business in overseas markets is a key growth strategy for Irish tourism businesses that

are suited to overseas visitors.

Sales Connect – Know Your Markets is a collaborative project from Fáilte Ireland and Tourism Ireland. Aimed at

tourism businesses who want to grow overseas business, it provides all the information you need to understand and

target overseas customers, know how customers can buy from you, and develop a sales action plan to promote your

product or service overseas.

Why the focus on just four overseas markets?Between them, GB, the US, Germany and France account for over 70% of all holiday visits to the island of

Ireland. Consequently, these four markets account for 75% of Tourism Ireland’s marketing spend.

What if I want to target a different market?While this guide outlines the process for growing your overseas business from the four key source markets, the

process is broadly the same if you wish to target other overseas markets. If you are interested in other markets

including other European markets or Australia and Developing Markets, you can still follow most of the tips

and advice that you will read in this guide. For example, the recent announcement by The Taoiseach of the

visa waiver extension for China, India, the 6 GCC countries and 10 other countries is a major development to

help grow tourism business from developing markets. The visa waiver extension, until October 2016 and the

introduction of a short-stay visa for individual travellers from China will encourage visitors from emerging

markets, like China, to visit Ireland when they are visiting the UK, without the hassle or cost of applying for a

separate visa. See www.tourismireland.com for information on other markets.

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Page 3: INTRODUCTION - Fáilte Ireland · Sales Connect – Know Your Markets is a collaborative project from Fáilte Ireland and Tourism Ireland. Aimed at tourism businesses who want to

How to get the most from Sales Connect – Know Your MarketsSales Connect – Know Your Markets is written in a style that allows you to “dip in and out” of the sections that

are most relevant to you. If, for example, you are only interested in the French market, you should read the

sections on ‘France’, ‘Travel Distribution’ and ‘Building Relationships and Promoting your Business Overseas’. If you

want to grow business in both Germany and France, you should read both market sections as well as the sections

on ‘Travel Distribution’ and ‘Building Relationships and Promoting your Business Overseas’. Targeting the overseas

markets is very different to driving business from the domestic market and may appear daunting. However, when

you break the process down you’ll see that there are just 3 steps to follow:

Step 1: Researching and knowing your overseas market

• Knowing the profiles of the GB, US, German and French travel markets.

• Identifying the target market segments for Irish holidays.

• Understanding how tourists plan and purchase their holiday.

• Identifying air and sea access from the target markets to Ireland.

• Knowing who are the main tour operators that programme Ireland.

Step 2: Understanding the distribution channels

• Demystifying the jargon of travel distribution.

• Understanding how to work with the travel trade – both online and offline.

• Developing a distribution strategy for your business.

Step 3: Building relationships and promoting your business

• Working with local partners to showcase your product.

• Learning how to promote your product overseas through in-market and in-Ireland workshops, fam. trips,

media visits etc.

• Making the most of trade and consumer fairs and making effective sales calls.

• Getting involved in cooperative activity with Tourism Ireland.

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Page 4: INTRODUCTION - Fáilte Ireland · Sales Connect – Know Your Markets is a collaborative project from Fáilte Ireland and Tourism Ireland. Aimed at tourism businesses who want to

INTR

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NBefore you get started – key questions to ask yourself:

If the answer is ‘yes’, it’s a good time to reassess your overseas market potential!

1. Do your research – know as much as possible

about the end consumer and your overseas trade

partner.

2. Put yourself in your customer’s shoes - know how

your product matches their needs and how you

can give them a unique Irish holiday experience.

3. Inform yourself about access by air, sea, road and

rail. Know about new flights to for your nearest

airports and remember to inform your customers

of journey times.

4. Create bundled offerings with complementary

local tourism businesses to add value and make

it easy for your customer to buy. Design them

around the unique experiences you offer.

5. Create a mix of distribution channels. Develop

relationships with Irish incoming tour operators,

overseas tour operators and travel agents, online

travel agents (OTAs) etc.

6. Make sure your website and social media

activities are tailored to your overseas target

markets to drive direct sales.

7. Tell your customers everything that they need to

know in their own language.

8. Engage fully with Fáilte Ireland and Tourism

Ireland to make the most of advertising,

co-operative marketing, publicity and PR

opportunities.

9. Treat your relationships with your trade partners

professionally and always think of the life-time

value of those relationships.

10. Give your overseas customers a unique Irish

holiday experience. They will tell their friends

who may come back to you next year!

DO✔

1. Assume overseas customers are the same as

domestic visitors and don’t underestimate the

power of the Irish welcome for overseas visitors.

2. Attempt to sell in overseas markets without

prior planning or preparation and don’t contact

overseas tour operators if you are not committed

to servicing them properly.

3. Be afraid to ask tour operators for the business!

4. Invest in overseas promotion without having a

measurement technique in place.

5. Ignore the importance of online review sites or

bury your head in the sand if you get a negative

review.

DON’T✗

1. Have I become too reliant on the domestic leisure market?

2. Has my share of business from GB, the US, Germany or France fallen by more than the market performance

generally?

3. Do I find myself saying “I used to get a lot of overseas business, and they really liked my product, but that

business has fallen away.”

4. Do you think to yourself “although I have never sold in the overseas markets, I want to position myself for the

upturn and better manage my mix of domestic and overseas business”?

5. Has access to my business improved through a combination of new air routes, road improvements and

additional or enhanced rail services?

6. If you joined forces with a number of other tourism providers in your area do you feel that, together, you can

offer overseas tourists a truly unique and memorable Irish holiday experience?

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Page 5: INTRODUCTION - Fáilte Ireland · Sales Connect – Know Your Markets is a collaborative project from Fáilte Ireland and Tourism Ireland. Aimed at tourism businesses who want to

Fáilte Ireland and Tourism Ireland - Who Does What?Fáilte Ireland and Tourism Ireland work together in strategic partnership for the development and promotion of the

Irish tourism industry. Each agency has a distinct role and remit, and each complements the work of the other to

expand Ireland’s valuable tourism market.

Fáilte Ireland, the National Tourism Development Authority was established to guide and promote tourism as a

leading indigenous component of the Irish economy. The organisation provides strategic and practical support to

develop and sustain Ireland as a high quality and competitive tourist destination. Fáilte Ireland works in strategic

partnership with tourism interests to support the industry in its efforts to be more competitive and more profitable

and to help individual enterprises to enhance their performance.

Tourism Ireland is the agency responsible for marketing the island of Ireland as a holiday destination overseas.

They devise and implement world-class marketing programmes and provide industry partners with opportunities to

market their own products and services working closely with the Tourism Ireland teams in over 20 markets overseas.

In addition, they are a source of information on overseas market trends and consumer needs, which they make

available to Fáilte Ireland, the NITB and to other industry partners.

The Northern Ireland Tourist Board is the strategic leader for tourism in Northern Ireland and works in partnership

with stakeholders to market Northern Ireland within the island of Ireland and improve the visitor experience.

Practical supportsSales Connect – Know Your Markets includes templates and checklists to help devise a focused and measurable

overseas sales strategy.

Most of the information has been sourced from the research departments of Fáilte Ireland and Tourism Ireland.

The corporate websites, www.failteireland.ie and www.tourismireland.com, feature additional information on

the four main markets as well as research on all other markets for Ireland.

Every effort has been made to ensure the details contained in this guide are accurate and up-to-date as at time

of print (June 2012). However, given the nature of tourism, many details are subject to change. It is therefore

recommended that you validate all facts and figures before finalising any business decisions.

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